Test Policy

Thank you for checking out our storefront!

We've found most questions can be answered or solved without contacting our team.

START A RETURN OR EXCHANGE? 

WE OFFER FREE EXCHANGES. We cover the cost to send your item back for exchange, and cover the shipping cost to get another item delivered to you. Follow the easy steps in our return portal here: (insert return portal link here)

WHAT IS THE STATUS OF MY RETURN OR EXCHANGE:

If you have already gone through our online process to return, exchange or get store credit for you item please allow 5-7 business days for processing. Once your return is processed someone from our team will email you to confirm.

WHERE’S MY PACKAGE:

We've got a team of awesome humans in our warehouse that pick, pack, and ship each order by hand.

Our Goal: to have your order tracking number emailed to you within 1-3 business days (priority shipping will go out before that). NOTE: Not to be confused with the order delivery itself. This timeline is for the tracking number.

WHERE'S MY ORDER CONFIRMATION?

Did you place the order with a different email than your primary? Did you check your spam folder? Maybe you fat fingered it and misspelled it? If you still can't find it, please email us at hello@cozyunderground.co with (Order #, No Confirmation Email) please allow our team 24 business hours to respond Monday - Friday.

WRONG ITEM DELIVERED OR MISSING ITEM(S):

If we sent you the wrong order or forgot to put items in your order, please email hello@cozyunderground.co with pictures of the packing slip and item. We will send the correct order out to you after confirming.

DID YOU ENTER THE WRONG SHIPPING ADDRESS AT CHECKOUT?

If you fat fingered your shipping address or simply made a mistake. Email us with subject line (Order number, shipping address) and include the correct address in the body of your email. Please email hello@cozyunderground.co and allow our team 24 business hours to respond Monday - Friday.

TRACKING NUMBER SAYS MY PACKAGE WAS DELIVERED?

It happens sometimes, if your tracking information shows “delivered” to your address but you never received your package, we ask for you file a “lost” package claim with USPS or UPS:

USPS: https://www.usps.com/help/missing-mail.htm

UPS: https://www.ups.com/us/en/help-center/sri/infonotice.page

IF YOU READ THROUGH OUR FAQ'S AND STILL NEED HELP OR HAVE A QUESTION PLEASE SEND AN EMAIL TO: 

hello@cozyunderground.co

(please include a subject line)

Test Materials

Test Guide